Service Operations Coordinator

JING DONG DEVELOPMENT SPAIN SLU; Madrid; On-site; EUR 38,000 - 54,000; Full time

Job summary

JINGDONG Logistics is seeking a Service Operations Coordinator in Madrid to oversee workflows, coordinate cross-functional teams, and monitor KPIs ensuring timely service delivery. You will contribute to policy development, resolve complex inquiries, and maintain thorough records to support a high-quality customer experience.

Ideal candidates have a Bachelor's degree in business/ops and 1–3 years in related roles, with strong organizational and communication skills.

Qualifications

• Bachelor's degree in business/ops field required or related degree.
• 1–3 years in service operations, customer service, or coordinating role preferred.
• Strong organization, multitasking, and communication abilities.

Responsibilities

• Monitor and optimize service operation workflows and bottlenecks.
• Coordinate with internal teams to ensure timely service delivery.
• Track KPIs and generate regular management reports.
• Help develop and implement service operation policies and procedures.
• Handle complex inquiries and escalate appropriately.
• Maintain records of operations and customer interactions.

Skills

Organizational skills

Communication skills

CRM software familiarity

MS Office (Excel/Word/PowerPoint)

Education

Bachelor's degree in Business Administration, Operations Management, or related field

Tools

CRM systems

Microsoft Excel

Job description

Who We Are

At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.

Our Global Reach

JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space.

Our Global Smart Supply Chain Network

Combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.

Learn more about who we are and what we do: https://www.jingdonglogistics.com/

What We Offer

Joining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.

About The Team

You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Job Summary

The Service Operations Coordinator at JD.com will play a pivotal role in ensuring the smooth and efficient delivery of our services. This position involves coordinating various operational aspects to optimize customer satisfaction and support the overall service ecosystem.

Job Responsibilities

• Monitor and manage service operation workflows, identifying and resolving bottlenecks and inefficiencies.
• Coordinate with internal teams (e.g., customer service, logistics, technical support) to ensure timely and effective service delivery.
• Track key performance indicators (KPIs) related to service operations and generate regular reports for management.
• Assist in the development and implementation of service operation policies, procedures, and best practices.
• Handle and elevate complex customer inquiries or service-related issues, ensuring prompt resolution.
• Maintain accurate records of service operations, customer interactions and resolutions.
• Participate in training new team members on service operation processes and tools.
• Identify opportunities for process improvement and contribute to continuous operational enhancements.

Job Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 1-3 years of experience in service operations, customer service, or a similar coordinating role, preferably within an e-commerce or logistics environment.
• Strong organizational and time management skills with the ability to prioritize multiple tasks effectively.
• Excellent communication and interpersonal skills, capable of collaborating with diverse teams.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Demonstrated problem-solving abilities and a proactive approach to issue resolution.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with CRM software and operational management systems is a plus.

At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

About us

What started as one bold idea in China has grown into one of the world's most trusted technology and supply chain businesses. Today, JD.com (JINGDONG) serves more than700 million customers, using technology, logistics and innovation to create smarter, faster and more connected experiences. From retail and logistics to technology, healthcare and beyond, we’re solving real-world challenges and making everyday life easier. As we continue to grow, so do the opportunities for the people who grow with us.

Our global business

Our teams work across 20+ countries and regions, building smarter supply chains and helping businesses and communities connect across borders. From technology hubs and retail operations to logistics networks and corporate teams, we’re creating opportunities to learn, collaborate and make an impact on a global scale. Whether you're joining us in Europe, the Middle East, Asia or the Americas, you'll be part of one global team working towards a shared purpose.

So let's do this. Let’s deliver joy.